Post on 10-Jan-2017
transcript
Customer Flow
Objectives-Clear understanding of the stages of Customer Flow.
-Understanding the main bottlenecks at which stages of the customer flow.
- International Relations Role within Customer Flow.
-Customer Centricity & Putting the customer in the center of what we do.
What is a Customer Flow?
Example of a customer flow
What makes a customer flow efficient?
Great Customer Service
Faster Way to get the service
What makes a customer flow inefficient?
Bad Customer Service Slow processes
Customers
Serv
ice ProductProcessProm
otion
Beha
vior
s
AttitudesStrategies Offer
s
Qua
lity
Appearance
So what is our Customer Flow?
ATTRATTRACTION
CONSCONSIDERATION
VALUE DELIVERYVD
Brand ADVOCACY*ADV
stranger visitor
Customer Promoter
LEAD
Open In Progress Match
ReintegratedRealized Complete
Customer Profile
Customer Status
1 2
3 4
Customer Flow Phase
S&S
.
Attraction
-Learn more about AIESEC-Understand how they benefit his personal goals.-Check Credibility-Convince Parents
VisitorStranger
-Make a Profile on OP-Understand Application Process-Search for Suitable Opportunities; Get as much information about Opp. as possible-Apply
Consideration
In-Progress-Take RB with sending Entity.
Accepted-Search for Opp.
Not Accepted-Get Feedback-End
Match-Complete Formalities and Finalize Details-Start Preparation for the Program-GTK Other Program/Project Participants-Book travel & -Get Insurance/ Vaccination/ Visa Done-Receive all possible logistical information-Iincluding crisis management information (Crisis communication channels and XPP clauses)-Travel
Ideal Customer Flow
.
Value Delivery
-Understand & experience Host Environment (Living & Work-Place)-Work & Learn in the Org/Project-Involved with International & Local AIESEC Community; Engage with HE activities-Stay Connected back home | Share stories and experience in real-time-Experience culture and place -Last Days: Reflect on learning and impact created. Get Professional Feedback.
Realized Complete
Depart & Travel Back
-Share the Experience-Provide Feedback
End AIESEC Take another Program
Brand Advocacy
Re-Integrated-GTK More Opportunities in AIESEC-Proactively shares his/her experience | Wants their social circle members to take up the XP-Signs Up for another program
Ideal Customer Flow
What kind of activities are done at
each stage?
.
Customer Flow ActivitiesAttraction
Offline Promotion such as University Stands, university Events, Class shouts & etc..Online promotion through Facebook groups and LCs fan pages.IXP Referrals (Friends)
VisitorStranger
Consideration
In-Progress
-Having Review Board. -Choosing project within country / LC partnerships-Having a Skype meeting with Hosting entity.- Paying EP Fee
Approved-Conducting OPs and preparing EPs for travelling-informing EPs about contacts within Hosting Entity & sending entity.-Contacting Hosting Entity to make sure about preparation for hosting the EP. -Contacting EPs to make sure they have Visa & Flight tickets & insurance.- Managing Visa issues cases.
- Phone Call / Email to EP as a first contact.
- Giving brief information to the EP about AIESEC and Global Citizen & inviting EPs for Review Boards.
.
Customer Flow ActivitiesValue Delivery
- Contacting EPs to asses their satisfaction within their internship.
- Collecting promotional materials from EPs.
- Managing cases sent by EPs.
Realized Complete
Contacting and inviting EPs to attend RIS.Take a feedback about their internship
Brand Advocacy
Re-Integrated
-Conducting a re-integration seminar.-Offering EPs new offers either to join AIESEC or take another internship ( GCDP – GIP ).
Where is our main bottleneck?
.Attraction In-Progress Match Realized
-Phone Calls-Sending E-mails
-RB-EPs looking for Opp on EXPA-Sending Opp to EPs-Calling EPs to apply for Opp
- Taking EP fees- Calling EPs to attend Ops- Organizing Opses- Ensuring EPs buying
tickets, applying for Visa, etc…
- Managing Cases - Receiving Materials from
EPs
1 Month or More
EP Matching Time:
How can we fix that?
First We need to understand our
Customers….
Activity Time
What should we ask our customers about?
-How did you get to know about AIESEC?-What attracted you to take our opportunities?-How was contact with AIESEC representative? --When did you get contacted after you applied?-How was the Review Board?-How was the process of finding a project and how do you assess it? How much time from finding the opportunity until you got accepted in a project and you paid the program fee? - What was difficult in the process and why it was difficult?-What do you think needs to be improved in our processes?-How was your outgoing preparation seminar?-Did an AIESEC representative contact you during the experience and after you came back from your Experience?-Did your GC experience meet your expectations before travelling?-What did you like about your experience? -Would you recommend the experience for your friends ?-From 1 to 10 how do you assess AIESEC Global Citizen volunteering experience?
Conclusions-What our customers like about us?
- Support from hosting entity- OPS was a good idea.- The matching process was quick she was matched the same
day she applied.- She gave for Hosting entity 10 and sending 2 because o OPs.- He had a faster matching process.- He really liked the contact from SE- He give the project 8.- She had a good contact with EP manager because it was her
friend.- They like that during GC they become part of the country not a
tourist.- She liked support from HE- She gave 10 for the internship- She went for GC to do something useful in her vacation.- She didn’t have problem in contact because she was an
AIESECer.- She gave 9 to the internship.- Contact with EP manager was good- She gave 10 for SE, HE is 5.- Her project helped her in improving her English Skills.- She liked EXPA because of info that was there.- She liked her project because she got exposed to different
environment.- She knew about AIESEC because of her friend, she decided to
go because she likes travelling. - She gave SE 9.
-What customers didn’t like about us?- She didn’t get info about logistics and practical
information more than attitudes during travelling.- She needed support in documents.- She got matched offline.- She broke the contact after OPs.- He didn’t get a reply after appyling on EXPA so he
had to contact HE by himself.- Not clear information about of the project.(Dates,
logistics, Costs, Etc..)- She didn’t like that she was left alone in finding the
opportunity on EXPA.- The OPs was organized too late for her internship and
the info in OPs wasn’t enough.- She didn’t have a contact with EP manager during
realization.- She had a problem in different info in Jd than what
she actually did.- She expected voulntering work more than self
development.- She didn’t get a reply after applying for Opportunitiy,
so she applied on facebook.- She didn’t have Ops. - She didn’t like difference between JD on expa and
what she actually did.- She didn’t know about AIESEC before her GC.- Meetings werent well prepared (RIS, OPs).- She didn’t have an info session before getting
matched.- She didn’t like her project because it wasn’t prepared
and she had to prepare the materials by herself.- She was looking for Opps by herself, she was
matched in 1 month.- She wanted to be called instead of E-mail after her
internship to tell about her story.
Based on Customers inputs how can we improve our customer
flow?
Sit in 2 Groups
Come up with one idea how to improve our customer flow?
Activity
Sum up Great Service for
Customers is a must
The faster way your customers get the service the more happy they are
Customer Flow needs constant Development
based on Customer Needs.
You should always listen to your Customers.
Work on Standards and Satidfaction